The Reports section gives you visibility into your team's performance and conversation trends.
Conversation analytics is the high-level view of how support is going. Total conversations, first response time, resolution time, overall CSAT — all rolled up by date range. Useful for spotting trends ('resolution time crept up 2 minutes last week, why?') and for sharing the headline numbers with leadership. Drill down into per-agent or per-inbox breakdowns from the main view.
Conversation analytics in Deskwoot is the Reports section that tracks volume, response times, resolution times, CSAT, and trends across your channels, so team leads can spot bottlenecks without dumping everything into a spreadsheet first. It is where you go to answer questions like "are we slower this week than last" or "which channel is eating all our time." Reporting is available on the Startup plan and above.
How do I open conversation analytics?
- Log in to your Deskwoot dashboard.
- Open Reports from the main sidebar.
- Pick a date range with the date picker at the top.
- Read the overview, then drill into a specific report for detail.
What metrics does the overview show?
The overview puts the headline numbers in one view:
- Total conversations: how many conversations were created in the selected period.
- Average first response time: how long, on average, before an agent sends the first reply after a conversation opens.
- Average resolution time: the average gap between a conversation being created and being marked resolved.
- Overall CSAT score: the aggregate satisfaction rating from post-conversation surveys (CSAT is configured per inbox and needs the Business plan or above).
Read them together. A fast first response paired with a weak CSAT score, for example, usually means replies are quick but not actually solving the problem.
What reports are available?
Beyond the overview, Reports breaks down into the individual views you will use most:
- Conversations: volume and timing trends over your selected range.
- Agent performance: a table of per-agent metrics that links out to each agent's detail page. See agent performance reports.
- CSAT: satisfaction scores and the comments customers left.
- Article feedback: the thumbs up and thumbs down ratings people leave on your help center articles, so you can tell which articles actually answer the question and which need a rewrite. See help article feedback.
Can I export the data?
Yes. Most reports have an Export CSV action that downloads the underlying rows as a spreadsheet, handy for sharing with stakeholders, building your own charts, or keeping a longer history outside Deskwoot. For the full breakdown of what each export contains, see exporting reports as CSV.
Getting more out of your reports
- Check in weekly. A regular look catches a slow creep in resolution time before it becomes a staffing crisis.
- Set your own targets. Decide what good first response time and CSAT look like for your team, then track against those numbers.
- Pair the numbers with the conversations. Metrics tell you what changed. Reading a few actual conversations tells you why.
- Compare like with like. Week over week or month over month gives you a real read; comparing a holiday week to a normal one does not.
- Watch for outliers. One conversation that sat open for a month can drag an average sideways. Trust the trend over a single point.
Frequently asked questions
Frequently asked questions
How is first response time calculated?
Time between customer's first message and the first human agent reply (the firstReplyCreatedAt timestamp on the conversation). Bot replies don't count toward this clock. Business hours don't get factored into the report number itself: that's an SLA-policy concept, separate from the raw report.
What's a good CSAT score?
Industry baselines: ~85% for B2C support, ~90% for B2B. Aim higher in your own team, but don't expect 100%. CSAT is a self-selected sample where unhappy customers respond disproportionately, so 85% is solid in reality.
Why does resolution time look so high?
Probably because you have conversations that sit in 'Open' for days waiting on the customer. Use 'Pending' status for waiting-on-customer conversations — they don't count toward resolution time until they reopen.
Can I compare two periods?
Not in one view yet. Workaround: export both periods as CSV, compare in a spreadsheet. Period-over-period comparison is on the roadmap.
Are weekends included in averages?
Yes, the report uses raw wall-clock time across the full date range. If you want to exclude off-hours from your service-level view, configure business hours on each inbox and use SLA policies that opt into business-hours mode: those policies don't burn off-hours, even though the raw report still does.
How often does the report refresh?
Near real-time. New conversations and replies show up within seconds. CSAT updates only when customers actually submit, which takes hours typically.
Can I see metrics per inbox?
Yes, as a breakdown. The report includes a per-inbox table showing conversation count, average response time, and average resolution time for every inbox in the date range. Helpful for spotting which channel is slowing the team down. The view is a breakdown, not a hard filter: all inboxes show simultaneously.
Does the report include private notes?
No. Only customer-visible messages count for response time and resolution time. Private notes don't impact metrics.
Why does my conversation count differ between the report and the inbox view?
Most likely the date range or status filter. Report uses 'conversations created in this range'; inbox might be showing 'all open conversations regardless of created date'. Match the filters and they line up.
Can I see how many conversations the bot handled end-to-end?
Indirectly. Conversations where the bot replied but never handed off (no firstReplyCreatedAt set) are effectively bot-resolved. Compare that count to total conversations to estimate deflection. A native deflection KPI is something we'd build if customers prioritise it.
Can non-admins view reports?
Depends on role. Agent role doesn't see Reports by default. Custom roles on Enterprise can grant Reports access without granting Settings access.
What plan do I need for reports?
Reporting is on the Startup plan and above. CSAT, which feeds the overall satisfaction score, needs the Business plan or higher and is configured per inbox.
Can I see how my help center articles are doing?
Yes. The Article Feedback report shows the thumbs up and thumbs down votes readers leave on each help article, so you can find the ones that are not landing.
How far back can I view data?
Pick any range you want with the date picker in Reports. The figures update to reflect conversations from that period.
Can I track individual agents?
Yes. The Agent Performance report is a table of per-agent metrics that links to each agent's detail page for response time, resolution time, and more.
What format are exports in?
CSV, which opens in Excel, Google Sheets, or any spreadsheet tool.